Some people will let their customer have time to calm down, but this will let these 2 things happen 1. The hotel owner will calm down, and you can talk to them after that. 2. The hotel owner will get more angry because there problems still not solved. And the next time when you heard about that owner will be in a meeting room, with your Manager :( So let ask about their problems immediately , tell the owner that you care about their angry. Solve the problems step by step with pleasure. Ask what they really want, if you can't solve that, contact your manager for helping. Excuse me for bad vocabulary mistake, I'm still new for English. Just wanna help a little. xD